You do have free will and you can make a choice. We can choose to allow our feelings to have us or to simply have feelings.

Experiencing emotions and feelings is human. We can't turn off our feelings. What we can do is control the way we react to having those feelings. You will feel anger, but you don't have to act on it … you can choose a different way. The more you do, the easier it will be.

One of a designers best tools is empathy. You can practice with this tool everyday in hundreds of ways. On the sidewalk or on Twitter, in the corner bodega or in a restaurant. Before that knee-jerk reaction to point a finger and complain kicks in, try to understand.

Understand people's feelings and choices and actions. Understand why your favorite brand of whatever makes the choices they do. The more you practice empathy, the better your designs will become.